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  • Grönroos Model: The Influence of Service Quality Dimensions on Customer Loyalty with Customer Satisfaction as Intervening Variable

    Seminar & Conference on Business & Technology in ICT Industry (SCBTII 2015)

    Grönroos Model: The Influence of Service Quality Dimensions on Customer Loyalty with Customer Satisfaction as Intervening Variable

    1Dini Turipanam Alamanda, 1I Putu Bayu Indra Brata, 1Osa Omar Sharif, 1,2Adhi Prasetio, 1Citra Kusuma Dewi

     1Telkom University, Jl. Telekomunikasi No. 1, Bandung, Indonesia

    2Universitas Pendidikan Indonesia, Jl. Dr Setiabudi No. 229, Bandung, Indonesia

    Abstract

    The purpose of this study is to determine the perceptions of office workers in Bandung about Telkom Speedy, an Asymmetric Digital Subscriber Line (ADSL) service quality. In addition, it aims to determine the influence of service quality on loyalty through customer satisfaction office workers in Bandung. Grönroos model comprising outcomes related dimension, image related dimension, and process related dimension is used to measure the service quality. Questionnaires were distributed to 211 office workers in Bandung. Descriptive and causal research are used in this study. Data collected then be processed using path analysis technique. The result showed that the service quality of Speedy products significantly affected by outcome related, image related, and process related dimensions. Additionally, Service Quality significantly influenced customer loyalty as well. There was low indirect influence outcome related dimension and image dimension to customer loyalty through customer satisfaction. There was moderate indirect effect related process dimension to customer loyalty through customer satisfaction.

    Keywords: Grönroos model, service quality, customer satisfaction, customer loyalty, Asymmetric Digital Subscriber Line

    Selengkapnya di: Paper SCBTII 2

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